Job Description

UI/UX Design Lead – Omnichannel & Digital Banking Transformation

Position Summary

Federal Bank is seeking an exceptional UI/UX Design Lead to own and drive the design vision, strategy, and execution for the Bank’s digital channels, including Mobile Banking, Internet Banking, and future Omnichannel customer experiences.

This is a strategic leadership role responsible for creating world-class digital experiences that are intuitive, inclusive, engaging, and aligned with evolving customer expectations.

The selected candidate will lead the Bank’s UI/UX practice, establish design standards and governance, build an in-house design center of excellence, and ensure that every customer journey across digital touchpoints delivers a seamless and superior user experience.

The role requires deep expertise in user-centered design, customer journey design, retail banking, digital product design, design systems, usability research, accessibility, and mobile-first experience design.

The individual will initially work alongside specialist design partners and consultants but will be accountable for building a strong internal UI/UX capability, enabling the Bank to become fully self-sufficient in design within a defined timeframe.

---

Key Role Objectives

The UI/UX Design Lead will be responsible for:

· Defining and driving the Bank-wide UI/UX vision for customer-facing digital channels.

· Establishing industry-leading design standards, frameworks, and governance practices.

· Designing seamless end-to-end customer journeys across Mobile Banking, Internet Banking, Assisted Banking, and future Omnichannel platforms.

· Enhancing customer engagement, adoption, satisfaction, and digital conversion through superior user experiences.

· Building and mentoring an internal team of UI/UX designers and researchers.

· Creating a sustainable in-house design capability that minimizes long-term dependence on external design agencies.

· Ensuring consistency, accessibility, scalability, and usability across all digital products and customer touchpoints.

---

Key Responsibilities

1.

Design Strategy & Experience Leadership

· Define and own the Bank’s overall digital design strategy.

· Lead the design vision for Mobile Banking, Internet Banking, Omnichannel Banking, and emerging customer engagement platforms.

· Establish customer experience principles, design guidelines, and UX governance frameworks.

· Drive design decisions based on customer insights, business objectives, and usability best practices.

· Champion a customer-first culture across business, product, and technology teams.

2.

Customer Journey & Experience Design

· Design and optimize end-to-end customer journeys for retail banking products and services.

· Identify customer pain points, friction areas, and abandonment drivers.

· Improve onboarding, servicing, transactions, engagement, acquisition, cross-sell, and self-service journeys.

· Create seamless experiences across mobile, web, branch-assisted, and future digital touchpoints.

· Continuously evaluate customer interaction patterns and usability metrics to drive improvements.

3.

User Research & Insights

· Define research methodologies and user testing frameworks.

· Conduct qualitative and quantitative user research.

· Develop customer personas, behavior models, empathy maps, and journey maps.

· Perform usability testing, heuristic evaluations, and customer feedback studies.

· Translate research findings into actionable design recommendations.

4.

UI/UX Design Execution

· Lead the creation of:

o Wireframes

o User Flows

o Information Architecture

o Interactive Prototypes

o High-Fidelity Designs

o Design Specifications

· Ensure consistency across all channels through robust design systems and reusable components.

· Review and approve all major design deliverables before implementation.





· Collaborate closely with product and engineering teams to ensure pixel-perfect execution.

5.

Design System & Governance

· Establish and maintain the Bank’s enterprise design system.

· Define standards for visual design, interaction patterns, accessibility, and usability.

· Govern design consistency across products, teams, and channels.

· Ensure all design outputs align with branding, regulatory, and accessibility requirements.

· Develop and maintain design documentation, pattern libraries, and style guides.

6.

Accessibility & Inclusive Design

· Ensure compliance with accessibility standards and industry best practices.

· Promote inclusive design principles catering to diverse customer segments.

· Incorporate accessibility reviews as part of the design lifecycle.

· Improve usability for customers across varying digital literacy levels.

7.

Team Building & Capability Development

· Build and lead a high-performing UI/UX team comprising designers, researchers, and specialists.

· Recruit, mentor, coach, and develop junior designers.

· Establish design review and quality assurance mechanisms.

· Define competency frameworks and career development paths for design professionals.

· Foster a culture of innovation, collaboration, experimentation, and continuous learning.

8.

Vendor Management & Capability Transition

· Work closely with external UI/UX consultants and specialist design vendors during the initial transformation phase.

· Ensure knowledge transfer from external partners to internal teams.

· Establish internal capabilities, processes, and governance required for long-term self-sufficiency.

· Drive the transition from vendor-supported operations to a fully internalized design function.

· Ensure that within the defined roadmap period, the Bank possesses comprehensive in-house UI/UX expertise for all digital initiatives.

9.

Cross-Functional Collaboration

· Partner with Product, Business, Technology, Analytics, Digital Marketing, Customer Service, and Operations teams.

· Translate business requirements into intuitive and customer-friendly experiences.

· Balance customer experience priorities with technology and business constraints.

· Facilitate workshops, design reviews, ideation sessions, and stakeholder engagements.

10.

Innovation & Market Benchmarking

· Stay updated with emerging trends in:

o Digital Banking

o Mobile Banking

o Omnichannel Experience

o Fintech Innovation

o Experience Design

o AI-assisted Personalization

· Benchmark against leading global and domestic banking platforms.

· Identify opportunities for design differentiation and customer delight.

· Promote innovation through experimentation and design thinking methodologies.

---

Minimum Experience

· 8 - 10 years of overall experience in UI/UX Design, Product Design, Customer Experience Design, or Digital Experience Management.

· At least 2 years in a leadership role managing UI/UX teams and design delivery.

· Proven experience designing large-scale customer-facing mobile and web applications.

· Strong exposure to retail banking, financial services, fintech, or digital commerce platforms.

· Experience building and scaling design teams and operating models.

· Demonstrated success in transforming digital customer journeys and improving user adoption and engagement metrics.

--- Educational Qualifications

· Bachelor's or Master's Degree in:

o UI/UX Design

o Interaction Design





o Human-Computer Interaction (HCI)

o Product Design

o Graphic Design

o Digital Design

o Computer Science

o Related disciplines

· Professional certifications in UI/UX, Design Thinking, Customer Experience, or Human-Centered Design will be an added advantage.

---

Core Technical Skills

Design & Prototyping

· Figma (Mandatory)

· Adobe XD

· Sketch

· InVision or equivalent platforms

· Rapid Prototyping Tools

Research & Collaboration

· Miro

· Zeplin

· FigJam

· User Testing Platforms

· Analytics and Journey Tracking Tools

Design Expertise

· Information Architecture

· Interaction Design

· User Flow Design

· Journey Mapping

· Design Systems

· Micro-interactions

· Responsive Design

· Mobile-First Design

· Accessibility Design

Delivery Methodologies

· Agile

· Scrum

· Design Thinking

· Lean Product Development

---

Critical Competencies

Functional Competencies · Retail Banking Product Knowledge

· Digital Banking Domain Expertise

· Customer Journey Design

· UX Research

· Design Systems Management

· Omnichannel Experience Design

· Accessibility & Inclusive Design

· Customer Behavior Analysis

· Data-Driven Design Decision Making

Leadership Competencies

· Team Building & Mentorship

· Strategic Thinking

· Stakeholder Management

· Vendor Management

· Innovation Leadership

· Change Management

· Problem Solving

· Decision Making

· Executive Communication

---

Key Performance Indicators (KPIs) / KRAs

Customer Experience

· Improvement in customer satisfaction and usability scores.

· Reduction in customer journey drop-offs and friction points.

· Improvement in digital channel adoption and engagement metrics.

Design Delivery

· Timely delivery of high-quality design assets for all digital initiatives.

· Adherence to design standards and governance frameworks.

Research & Insights

· Completion of research and usability studies for major product initiatives.

· Incorporation of customer insights into design enhancements.

Design Governance

· Successful implementation and adoption of enterprise design systems.

· Consistent design experience across all customer-facing channels.

Team Development

· Establishment of a solid in-house UI/UX team.

· Capability development and mentorship of junior designers.

· Reduced dependency on external design partners over time.

Digital Transformation Support

· Active contribution to Omnichannel Transformation initiatives.

· Delivery of innovative, differentiated, and scalable customer experiences.

Business Impact & Revenue Enablement

· Improve digital customer acquisition, onboarding conversion, and activation rates through friction-free and intuitive customer journeys.

· Drive higher digital adoption and customer engagement by improving usability, feature discoverability, self-service capabilities, and overall customer experience.

· Contribute to business revenue growth through design-led optimization of product discovery, contextual engagement, cross-sell, upsell, and personalized customer journeys.

· Improve customer retention and loyalty by enhancing satisfaction, usability, trust, accessibility, and overall digital experience.

· Support the Bank's omnichannel strategy by delivering consistent experiences across Mobile Banking, Internet Banking, Assisted Banking, and future digital touchpoints.

· Utilize customer analytics, behavioral insights, usability findings, and engagement metrics to continuously identify opportunities for improving business outcomes and customer lifetime value.

· Establish measurable ROI frameworks for major design initiatives and ensure experience improvements translate into tangible business benefits.

Required Skill Profession

Other General

📌 UI/UX Design Lead (Bengaluru)
🏢 HIRESTAR JOB BANK
📍 Bengaluru